Sr Analyst

Job Summary

Service Desk Specialist/Lead

Key Responsibilities

Team Leadership: Lead, train, and mentor Service Desk staff to maintain high-performing, customer-focused support. Incident/SLA Management: Oversee queue management, ensuring incident resolutions meet or exceed Service Level Agreements (SLAs). Escalation Point: Act as the primary escalation point for complex technical issues, collaborating with other IT teams for resolution. Performance Tracking: Monitor metrics (e.g., ticket volume, closure rates, satisfaction) and report findings to management.Process Improvement: Develop and enforce ITIL-based policies, procedures, and knowledge base documentation. Resource Management: Ensure 24x7 coverage, manage shift schedules, and manage IT assets

Skill Requirements

Experience: 5+ years in IT support, with 2+ years in a supervisory or team lead role. Technical Knowledge: Strong understanding of ITIL practices, ITSM software, Windows/Mac OS, Office 365, Active Directory, and hardware troubleshooting.Leadership: Proven ability to motivate teams and work under high-stress conditions. Communication: Excellent verbal and written skills for reporting to management and assisting non-technical users

Other Requirements

ITIL